Technical Support Advocate I

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to calls, emails, and live chats from members concerning technical difficulties, support, and product inquiries.

• Foster positive relationships by delivering outstanding customer service.

• Achieve daily qualitative and quantitative goals while meeting service, productivity, and quality standards.

• Recognize and escalate priority concerns following established procedures.

• Offer assistance to Expert users on the proprietary application.

• Monitor issues through a ticketing system to ensure timely resolution.

• Meet predefined performance measures.

• Assist members with mobile and web application challenges, login/eligibility queries, escalations, and outages.

• Collaborate with physicians to guarantee they receive necessary support for delivering care.

• Handle a high volume of incoming and outgoing calls and live chats.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 1-3 years of applicable experience in a customer-oriented role involving technical expertise of a company's products and services.

• Previous experience in technical support, desktop support, or a comparable position.

• Strong written and verbal communication skills, with the ability to type at least 50 words per minute.

• Proficiency in both Mac OS and Windows operating systems.

• Familiarity with cloud-based platforms including Google GSuite, Box, Jira, Salesforce, AWS, and Atlassian tools.

• Excellent prioritization abilities.

• Effective communication skills, capable of simplifying technical language for clarity.

• Ability to think critically and perform root-cause analysis.

• Experience in a fast-paced, dynamic, and technical setting.

• Must be able to participate in video meetings.

• Excellent deskside manner and capability to assist users effectively.

• Extensive experience with both Windows and Mac OS.

• No heavy lifting is anticipated, although occasional exertion of up to 20 lbs. may be necessary.

• Good manual dexterity is required for the use of common office equipment.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• Supportive work environment with a focus on team collaboration.